Ender Turing: Revolutionizing Call Center Performance with AI

Transforming Call Centers with Real-Time Analytics and AI

Call centers handle up to 1000 calls per agent per day. Measuring and analyzing this data with metrics similar to those used by humans is crucial to improve client service and call center productivity. A productive call center saves businesses revenue and promotes polite and friendly communication with customers, enhancing a business's reputation, improving customer satisfaction, and increasing their overall quality of life.

A real-time dashboard allows supervisors and managers to monitor call center KPIs and agent progress with live updates. It displays metrics such as call volume, average handle time, first call resolution, customer satisfaction scores, and agent availability. This helps identify areas of improvement, detect issues, and optimize call center performance through proactive management and data-driven decision-making, leading to improved efficiency, customer satisfaction, and business outcomes.

Ender Turing, designed by Lidiia Suslova, is a groundbreaking SaaS solution that revolutionizes call center performance. By harnessing the power of artificial intelligence and real-time analytics, Ender Turing empowers call center supervisors and managers to make data-driven decisions and optimize their operations.

The Ender Turing platform offers a range of natural language processing (NLP) capabilities, including text classification, sentiment analysis, entity recognition, language translation, and text summarization. Users can easily create and train AI models using Ender Turing's intuitive drag-and-drop interface or integrate pre-trained models into their applications using the platform's API.

One of the key strengths of Ender Turing is its ability to provide immediate insights from 100% of interactions with customers. The platform automatically analyzes calls, live chats, and emails in 24 languages, allowing call center supervisors to review all conversations and provide direct feedback to agents. This enables continuous improvement and self-training for agents, leading to enhanced customer service and satisfaction.

With Ender Turing, call center supervisors can also set up flexible scorecards without any limitations. This eliminates the need for engineers or complex Excel sheets, making it easier to modify or create new scorecards. The platform also offers triggered notifications and tags for fast and accurate issue-solving, further streamlining call center operations.

Developed using a data-driven design approach, Ender Turing has been meticulously crafted to address the pain points and frustrations of call center supervisors. The user interface is intuitive and available in more than 10 languages, ensuring a seamless experience for non-technical users. The platform's automated AI pre-scoring and call center quality assurance significantly increase the speed of scoring calls and chats, saving time and improving overall efficiency.

The Ender Turing project, led by Lidiia Suslova, started in June 2020 in Tallinn, Estonia. Since then, the design has been continuously enhanced and refined. The product has received recognition in the form of awards, including the Bronze A' Design Award for Interface, Interaction, and User Experience Design in 2023. This prestigious accolade acknowledges the innovative and resourceful nature of Ender Turing, which incorporates best practices in art, science, design, and technology to improve the quality of life for call center supervisors and agents.

Ender Turing is not just a tool; it is a game-changer for call centers, transforming them from cost centers to profit centers. By leveraging AI and real-time analytics, Ender Turing empowers call center supervisors to deliver exceptional customer service, improve operational efficiency, and drive business success.

Project Details and Credits

Project Designers: Lidiia Suslova
Image Credits: Lidiia Suslova
Project Team Members: Lidiia Suslova
Project Name: Ender Turing
Project Client: Lidiia Suslova

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